Verifone Mx915 & Mx925 - Error Codes

Summary

This Article will provide known errors seen on these two devices with tips on how to resolve the issues.

Table of Contents

FormAgent - Network Paramaters

FormAgent - TCPIP-SSL

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Maintenance Required

FormAgent - TCPIP "Failed to get network parameters!"

Note: This error means No Internet connection

Step 1

1. Ensure the Ethernet cable is connected into the appropriate port on the terminal.
   
2. The other two Ethernet ports are for Development and maintenance purposes ONLY, If the ethernet cable is connected to one of the other two then the network will not be passed to the terminal.

Step 2

1. Speed test – Go to google and enter “speed test.” When this populates select “run speed test”
2. The upload and download speeds should reflect higher than 5 megabytes per second minimum.

Step 3

1. Attempt to connect the terminal directly into the modem/router if applicable.
2. Another recommended step if available is to attempt to connect the device to another network with less devices connected to the same network.

FormAgent - TCPIP-SSL

Note: The device has obtained an IP address from your local network, but it can't communicate with the TriPOS Cloud Service.

The common issue causing this error message is that the terminal is being blocked either by the built in firewall on the router or if available an external firewall.

Step 1

1. Ensure that ports 443 and 9001 are open to allow traffic to and from the device.For Network requirements please see TriPOS network connectivity information

Step 2

We can also attempt to manually launch the TriPOS software (we have seen this resolve the issue in some cases)

1. Once the terminal has completed the boot cycle and stopped on any screen we will need to press and release the 1-5-9 keys all at the same time       
2. On the next screen we will need to enter the password 166832 and then press the Enter key (do not press the Connect to KLD option)
   
3. Finally select the option “Run APP” – (Please note, this process can take some time to complete – please allow the terminal to fully reboot)
   

    

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Note: this is a rare case scenario – this screen is part of the normal boot up process however If the terminal sticks on this screen for an excessive period of time please follow the below step:

Step 1

1. Reboot the terminal by unplugging the power from either the terminal or the wall.
2. Wait about 10 seconds then plug the device back in and allow to fully boot.
3. Once complete the terminal should boot to the normal TriPOS screen as expected.

Maintenance Required

Detail: This error means the terminal has detected attempted tampering or defective hardware within the device.This cannot be resolve via troubleshooting – this will require replacement/exchange.

The device does offer diagnostics tests for multiple features – for further information please see Verifone Mx915 & Mx925 - Diagnostic Test Steps